59. Why should you display an attitude of confidence?
Always assume an attitude of confidence and purpose and never apologize for making the call.
There is a psychological law that makes human beings react and respond to the attitude and action expressed by another person. There is nothing mysterious about it, except the results that come when you put this law into effect.
Everyone wants to do the appropriate thing. Everyone wants to "rise to the occasion." We have an unconscious urge to "live up to" the expectations others have of us, or to "live down" to them. If you see that your customer or prospect is busy when you first walk into their office or warehouse do not apologize for interrupting. What will go through their mind if you do? "If you see I am busy, why are you bothering me?"
If you decide beforehand that a certain customer is going to be difficult to deal with, chances are you will approach them in a hostile manner, ready to fight. When you do this, you literally set the stage for them to act on. He or she rises to the occasion. They act the part that you have set for them to act, and you come away convinced that they really are a "tough customer," without ever realizing that your own actions and attitudes helped make them one.
In dealing with your customers, you see your own attitudes reflected back to you in their behavior. When you smile, the person in front of you smiles. When you frown, the person frowns. When you shout, the person shouts back.
Not taking yourself too seriously and acknowledging your faults and mistakes actually shows your customers that you are confident. Seeing someone you admire do something clumsy or stupid will make you like them more. When you show others that you don't take yourself too seriously it makes them fee closer to you. We like confident, self assured people, however, the truly self confident person doesn't need to let the world know how great they are.
Here is a way to have your customers perceive you as confident and enthusiastic. The most effective for making a favorable first impression is the easiest thing to do: smile. Four things are accomplished when you smile - acceptance, enthusiasm, happiness and, most importantly, confidence.
You are in control! You have the power to control the customers reaction. This takes practice, but the results are amazing
Comments:
It is important to forget what just happened at the last call, good or bad, and what you are going to do after the one you are at. Live in the moment, focusing all your attention on this one person. Bring you smile when you enter. Be a good listener. You may be the best thing that has happened to him all day.
Jim Ruth
As salespeople we are professionals and we should never let a customer take that away from us. Enthusiasm, confidence and a positive attitude should always be a part of our calls. If the day wears on you and each call begins to sound like “You really don’t want to buy from me,” take a break, do something else, it’s not going to get better if you don't do something about it? If you are having one of those days end it at an account that respects and admires you and that says thank you. If you go home with the wrong attitude it will start your next day off quickly in the same wrong direction.
David Vize
If a customer is too busy to see you or does not want to see you apologizing for the interruption is not going to hurt anything. You will still be shut down. And, as previously mentioned, you may gain a little respect. The next time you approach them at least they know in advance that you are sensitive to their wishes and will not be pushy with them. This could make them less defensive and more agreeable to giving you a little of their time.
Crocker Smith
Showing confidence lets the buyer now that you mean business. You know what you’re talking about and you know what your doing. It shows that your not there just to waste time and can earn you respect, not only from a potential client but anyone in general.
David Bradley
You have probably had days that begin with you feeling great. As the day progresses, however, your feeling of well-being starts to slip away. By day's end, you are glad it is over. If you have had this experience, you are normal. However, even on down days, you have some control. Your control begins when you decide that YOU are responsible for the attitude you display. I strongly believe that your attitude affects everyone that makes contact with you either in person or over the telephone. Your attitude is not only reflected by your tone of voice but also by the way you stand or sit, and by your facial expressions. You have the choice to reflect a positive attitude or your can go with a less desirable choice.
Yessie Narvaez
We need to have confidence before we walk through the door. If the person on the other side of the desk senses that we are not confident, even a little, they will not have much confidence in us. As far as apologizing goes, it’s somewhere in between. We need to acknowledge they may be busy and we appreciate the time they are giving us, but we do not need to apologize for doing our job. As salespeople that’s what we do, call on people, and at times they are busy and at other times they are not.
Brandon Sanchez
I’ve noticed this myself when I go to do a sales call. When I smile and at least act like I’m interested in being there, they are much more receptive and friendly. I also have a comment regarding the comment that is listed. You may feel that apologizing is a sign of showing respect but ask yourself this: Why am I going to apologize for doing my job? There are better things to say then ‘I’m sorry for interrupting your busy schedule.’ Instead, try “I see that your busy so I’ll be brief.” It gives the recognition that they are a busy person but you’re not apologizing for doing your job.
Matthew Thacker
I agree with Linda that acknowledging a person is busy is a show of respect and that you value their time as much as they do. I appreciate the same courtesy when I am in the middle of something that has a deadline or is of need of immediate attention. When someone is in depth with a project I feel their mind is focused on the task at hand. The majority of what I am trying to say to them is half heard and as the old saying goes “In one ear and out the other.” I do agree that attitudes are reflected by others. Reflections of actions begin as early as childhood and continue to develop through out our lives. The best example is when a child is upset and yells or raises their voice they are provoking the parent into displaying the same behavior or action but having the attitude of confidence and control will be detected and the poor behavior will circumcise.
Carla McCrea
You want to portray confidence every time you talk to a prospect or client because if you don’t believe in yourself , no one else will. It’s important you communicate with clients and prospects in a manner where you feel and know that your services can benefit them and that you have the knowledge and resources to fulfill their needs and answer their questions. If you come across as clueless and unsure of yourself, they will either a) not buy from you, or b) walk all over you
Marquesa Ortega
You ever find yourself driving to work in the mornings, trying to dodge the red lights, cursing at drivers going slower than you? Are you going 80 mph answering emails, listening to voice mails, trying to type, drive and talk while behind the wheel? This all leads to your attitude that slaps your customer in the face on your first call of the day. Wake up 10 or 30 minutes earlier and get a head start. Have all your paperwork ready the night before. I devote one day to get totally organized (usually it’s on the weekend when I have time) creating my weekly specials, getting show invitations ready. Not by just filling them out, but with a cover letter, a real nice presentation. I also go through all the trade magazines and make copies for my customers. Also when the brokers come by with coupons I sort them out by customer, fill them out for them with the appropriate invoices. I may not be the highest in sales, but I try to give my customers something different than the usual sales rep. Quality over quantity sometimes is best.
Trip English
I agree with everything in this section except the part about not apologizing if you see your customer is busy and you are interrupting them. To me it is a sign of respect and a sign that you are aware of the situation they are in and not ignoring it. I believe that one could still show confidence and acknowledge someone’s busy schedule.
Linda Cassell
"Confidence simply means knowing how something will turn out before it happens. Visualize the end results and your confidence will go up."